Return Policy

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BRANDHUB — RETURN POLICY

Effective Date: 26 September 2026

Last Updated: 26 September 2026

Policy Version: 2.0

At BrandHub, we want customers to receive the products they ordered in acceptable condition. This Return Policy explains when a customer may request a return, exchange or replacement, and what evidence is required.

Important: Every return, complaint or related query must be opened as a ticket on WhatsApp 03330139004. Without a ticket number, BrandHub cannot process the case.

1. General Return Period

Customers should contact BrandHub as soon as possible after receiving (or failing to receive) an order if there is a problem.

Unless a product-specific policy states otherwise, a return request should normally be submitted within 7 days of delivery (or of the failed-delivery / refuse event).

The applicable return period may differ for particular products or categories where clearly stated on the product page, invoice or WhatsApp confirmation.

2. Products That May Qualify for Return

Subject to verification and evidence, a return may be considered where:

  • The wrong product was delivered
  • The product is materially different from the product ordered
  • The product arrived damaged
  • The product has a manufacturing defect
  • Required parts / accessories were missing
  • The product does not reasonably match the advertised description
  • Another return condition expressly stated by BrandHub applies

3. Change of Mind

BrandHub may accept or reject change-of-mind returns depending on product category and condition.

Where a change-of-mind return is allowed:

  • The product must be unused and in original condition
  • Original packaging, accessories, manuals and included items should be returned
  • A service charge of 20% of the product amount will be deducted
  • Applicable delivery / return shipping costs may also be the customer’s responsibility where permitted and communicated

Products identified as non-returnable / final sale cannot be returned merely because the customer changed their mind.

4. Damage, Missing Item or Wrong Product — Opening Video Mandatory

For claims of damage, missing item / incomplete order, wrong product, or similar issues discovered at delivery:

  1. The customer must record a continuous video of the parcel being opened, starting from the sealed / unopened parcel (labels and packing visible), through full opening, to the contents.
  2. Claims are accepted only when this pre-/during-opening video is provided.
  3. Claims made after the parcel has already been opened, without an opening video, will not be accepted.
  4. Still photographs alone are not a substitute for the required opening video, though photos may be requested in addition.
  5. Contact BrandHub on 03330139004 immediately, share the order number, and open a ticket.

BrandHub may also request order details, courier slip / tracking information and further evidence to investigate.

5. Product Condition

For an eligible return, the product should generally be unused (where applicable), in original condition, complete with accessories, accompanied by invoice/order information, and in original packaging where reasonably required. Returned products may be inspected before BrandHub approves a return, exchange, coupon or refund.

6. Defective Product

Where a product is alleged to be defective, BrandHub may inspect or request evidence to determine whether the issue is a manufacturing defect, transportation damage, misuse, incorrect installation, normal wear or another cause. Where applicable, BrandHub may offer repair, replacement (if stock available), exchange, coupon, credit or refund according to the circumstances and this policy.

7. Used or Damaged by Customer

A return may be refused where inspection reasonably establishes that the product was damaged, altered or misused after delivery by the customer, except where the issue concerns an inherent/manufacturing defect or another legally protected right.

8. Non-Returnable Products

Unless defective, damaged, incorrect or otherwise eligible under applicable law, the following may be non-returnable:

  • Used products
  • Products damaged by misuse
  • Products altered or modified by the customer
  • Certain hygiene-sensitive or personal-care products after opening
  • Products specifically identified as final sale / non-returnable
  • Products missing essential components due to customer handling
  • Opened kitchenware / glassware with usage marks where not BrandHub’s fault

Any product-specific exclusion should be clearly stated before purchase where practicable.

9. Customer Refused / Not Received Parcel

If the customer refuses the parcel, is repeatedly unavailable, or the parcel is not received due to a billing dispute or any other customer-side issue:

  • Delivery charges and a 20% service charge (of the applicable product amount) will be deducted from any advance / amount held
  • Re-delivery or a new shipment will only proceed after the customer pays full payment in advance
  • A ticket must be opened on 03330139004 to document the case

This does not apply where BrandHub confirms the refusal/failure was caused solely by BrandHub’s error (wrong product packed, etc.); in that case BrandHub will handle under the wrong/damaged product rules.

10. Return Request Procedure

Customers should provide:

  • Order number
  • Customer name and registered mobile number
  • Product name
  • Reason for return
  • Parcel opening video (mandatory for damage / missing / wrong-item claims)
  • Any other information reasonably required

Submit only via: WhatsApp 03330139004 (ticket will be generated).

Email: info@brandhub.com.pk · Website: https://www.brandhub.com.pk

11. Return Approval

Submitting a return request does not automatically mean the return is approved. BrandHub may review order details, product condition, opening video / evidence, delivery records, product category and applicable terms. The customer will be informed of the next step against the ticket number.

12. Return Shipping

For an eligible wrong, damaged or defective product caused by BrandHub or the delivery process, BrandHub may arrange or bear applicable return shipping according to the circumstances.

For approved change-of-mind returns, or customer-fault / refuse cases, return shipping and the 20% service charge (and delivery charges where applicable) remain the customer’s responsibility as stated in this policy.

13. Inspection

Returned products may be inspected after receipt. If the returned product does not meet return conditions (or packaging is not acceptable), BrandHub may contact the customer regarding available options. Settlement (refund / coupon / credit) generally proceeds only after successful inspection where a physical return is required.

14. Exchanges / Replacement

Where an exchange or replacement is approved:

  • Replacement depends on stock availability
  • A different product/variant may require additional payment or adjustment
  • If replacement is unavailable, a coupon, order credit, or refund may be offered

15. Customer Responsibility

Customers should retain invoice/order confirmation, product packaging, accessories and return shipment / tracking information until the matter is fully resolved. Keep your ticket number for all follow-ups.

16. Statutory Rights

Nothing in this policy is intended to remove or restrict any consumer right that cannot legally be excluded under applicable law.

17. Contact

BrandHub

WhatsApp / Tickets: 03330139004

Also: +92 333 0139006, +92 334 1204449, +92 336 2240865, +92 300 0776825, +92 300 0776812

Email: info@brandhub.com.pk

Website: https://www.brandhub.com.pk

Last Updated: 26 September 2026 · Policy Version: 2.0

BrandHub · Ticket / Support: 03330139004 · info@brandhub.com.pk · brandhub.com.pk